TAC Enablement Engineer

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

The team is an exciting crossroads between Support/TAC (Technical Assistance Center) and Engineering. The team is empowered to drive decisions and to be the thought leaders within the Global Customer Services organization at Palo Alto Networks. On any given day members of the team may work with new products and software very early in the new product lifecycle, provide training, assist a support engineer with a customer issue, replicate a complex issue in our lab or help improve features for supportability and usability.

We are a relatively small global team and will only consider the top people from a support or engineering background. You are a good candidate if you are excellent at working with many cross‑functional teams such as developers, product management, sales and also customers. In particular, you will be engaging with Cortex Cloud–The code to cloud to SOC platform that secures apps from code to runtime.

More information about Cortex Cloud can be found Here.

• Enablement of the TAC teams - Assist with both ad hoc Q&A and structured training throughout the year
• Ownership of critical issues. This doesn’t always mean being responsible for the case, the focus is on the technical driver of the case the customer calls about. This usually means working with the TAC case owner and engineering on a replication or verification, sending guidelines and communicating updates
• New product development - combine the responsibility of continuing our state‑of‑the‑art technical knowledge and skills learned from prior technical support, an Enablement engineer will identify supportability and usability requirements for new products during the design phase as well as post GA via enhancement requests
• Develop and deliver training materials for TAC. Training is a key component of the day‑to‑day success of support. An Enablement engineer is responsible for staying up to date with technical details on Palo Alto Networks new products and industry in general and sharing those details with TAC via white papers, BBLs, or TOIs
• Develop tools for TAC – For better visibility and troubleshooting
• Filling in the gaps. Sometimes there are opportunities to “catch” a problem before it escalates. Our team is positioned to identify or help in these unplanned projects that result in a better customer experience, cost reduction or better security

• 7+ years in support roles, working directly with large global customers and partners in addition to internal teams such as Dev Ops, Engineering, QA, Product managers
• Experience as an Enablement Engineer or an Escalations Engineer is a plus
• Experience working with Public Cloud provider technologies and services (AWS, Azure, GCP, OCI, Alibaba)
• Excellent written and verbal communication skills
• Scripting skills (JS/Python/Powershell)
• Strong proficiency in both Linux and Windows operating systems
• Kubernetes implementation and troubleshooting experience is required
• Experience training internal technical teams is a plus

Our Technical Support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign — it evolves. As threats and technology change, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products…